Leadership Session 7: Active Listening Skills
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Questions and Answers

What is the primary purpose of summarizing in a conversation?

  • To clarify key ideas and feelings from the speaker (correct)
  • To change the subject to your interests
  • To dominate the conversation
  • To express your own opinions clearly

Which of the following is NOT a recommended action while actively listening?

  • Letting the speaker finish before responding
  • Asking open-ended questions
  • Interrupting with your own thoughts (correct)
  • Remaining attentive to what is being said

What is the most important aspect of active listening highlighted in the content?

  • Maintaining eye contact at all times
  • Pacing or mirroring the feelings of the speaker (correct)
  • Giving immediate feedback
  • Taking detailed notes

Which of these phrases is an example of effective summarizing?

<p>So, on one hand, you feel frustrated, but on the other hand, you see some positives. (D)</p> Signup and view all the answers

Which behavior would demonstrate that someone is listening actively?

<p>Nodding in agreement periodically (A)</p> Signup and view all the answers

What should a listener be aware of to improve their active listening skills?

<p>Their own biases and emotions (D)</p> Signup and view all the answers

Which of the following would hinder effective active listening?

<p>Demonstrating impatience or multitasking (B)</p> Signup and view all the answers

What is one key method to engage with the feelings of the speaker?

<p>Mirroring their emotional state (B)</p> Signup and view all the answers

What is the primary purpose of paraphrasing?

<p>To express the meaning using different words for clarity. (D)</p> Signup and view all the answers

Which of the following is NOT an example of clarifying?

<p>I understand everything you said. (C)</p> Signup and view all the answers

What does reflecting involve in active listening?

<p>Relaying back the speaker's feelings and thoughts. (B)</p> Signup and view all the answers

Why is it important to clarify during a conversation?

<p>To encourage the speaker to explain unclear aspects. (B)</p> Signup and view all the answers

Which of the following statements is an effective reflective response?

<p>It seems like you felt confused and worried when that happened. (C)</p> Signup and view all the answers

What is a primary road block to active listening?

<p>Formulating a response before the speaker has finished. (B)</p> Signup and view all the answers

How can summarizing be differentiated from paraphrasing?

<p>Summarizing condenses content, paraphrasing alters the wording. (B)</p> Signup and view all the answers

Which technique is specifically mentioned as an essential component of active listening?

<p>Using 'feeling words' to convey empathy. (B)</p> Signup and view all the answers

What primarily distinguishes motivators from hygiene factors?

<p>Motivators enhance job satisfaction and motivation. (C)</p> Signup and view all the answers

According to Maslow's Hierarchy of Needs, which need must be satisfied first?

<p>Physiological Needs (B)</p> Signup and view all the answers

What is the focus of the Hawthorne Effect in workplace studies?

<p>How various work conditions affect employee productivity. (A)</p> Signup and view all the answers

Which of the following factors is considered a hygiene factor?

<p>Working conditions (B)</p> Signup and view all the answers

What need comes after the love and belongingness needs in Maslow's hierarchy?

<p>Esteem Needs (B)</p> Signup and view all the answers

Which of the following best defines self-actualization needs?

<p>Realization of personal potential and growth. (C)</p> Signup and view all the answers

Which statement is true regarding the impact of hygiene factors on employees?

<p>Their absence can lead to dissatisfaction. (B)</p> Signup and view all the answers

The need for interpersonal relationships falls under which category in Maslow's hierarchy?

<p>Love and Belongingness Needs (D)</p> Signup and view all the answers

How does attributing success to internal, stable, and controllable factors affect a person's emotional state?

<p>It enhances self-esteem and motivation. (A)</p> Signup and view all the answers

What is a core principle of active listening?

<p>Asking clarifying questions. (C)</p> Signup and view all the answers

Which of the following describes the role of feelings in active listening?

<p>They help build trust in relationships. (D)</p> Signup and view all the answers

What is the purpose of paraphrasing in active listening?

<p>To test understanding by restating information. (A)</p> Signup and view all the answers

What does reflecting involve in the context of active listening?

<p>Relaying the speaker's feelings back to them. (C)</p> Signup and view all the answers

What might happen if someone attributes their failures to internal, stable, and uncontrollable factors?

<p>They could experience a sense of helplessness. (D)</p> Signup and view all the answers

Which of the following is NOT a characteristic of effective active listening?

<p>Being judgmental. (A)</p> Signup and view all the answers

How can high interpersonal skills influence an individual's career progression?

<p>They often result in better relationships and promotions. (B)</p> Signup and view all the answers

What is considered a stronger emotion than frustration?

<p>Hurt (C)</p> Signup and view all the answers

What is the first step in active listening?

<p>Listening more than talking (C)</p> Signup and view all the answers

Which of the following behaviors should be avoided in active listening?

<p>Interrupting the speaker (D)</p> Signup and view all the answers

What is the most important aspect of active listening?

<p>Pacing or mirroring the feelings of the speaker (B)</p> Signup and view all the answers

What is a misconception about expressing anger?

<p>It is a sign of weakness (C)</p> Signup and view all the answers

Which of the following is NOT a recommended practice for active listening?

<p>Respond with accusatory language (C)</p> Signup and view all the answers

Why is understanding feelings important in communication?

<p>It builds trust (A)</p> Signup and view all the answers

What does pacing refer to in the context of active listening?

<p>Matching the speaker's emotional intensity (C)</p> Signup and view all the answers

What should be avoided in active listening?

<p>Fixing behaviors (C)</p> Signup and view all the answers

What is considered a roadblock in communication?

<p>Interruption (C)</p> Signup and view all the answers

Which trigger word is described as significant in communication?

<p>Because (C)</p> Signup and view all the answers

What happens when the word 'but' is used in a sentence?

<p>It highlights a contradiction (A)</p> Signup and view all the answers

Which method is used to provide feedback during discussions?

<p>The hamburger method (D)</p> Signup and view all the answers

What should an observer primarily focus on in a conversation?

<p>Listening actively (A)</p> Signup and view all the answers

What is a characteristic of the 'easygoing agreeable' style?

<p>Offering multiple alternatives (C)</p> Signup and view all the answers

Looking downward to the left typically signifies what during a conversation?

<p>Boredom or disengagement (A)</p> Signup and view all the answers

Flashcards

Paraphrasing

Restating information in different words to reflect what the speaker said more concisely.

Clarifying

Asking the speaker to explain something if you don't quite understand.

Reflecting

Relaying back to the speaker how they feel/perceive things.

Active Listening

Paying close attention to the speaker, restating their message, and checking your understanding.

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Motivation Theories

Different frameworks trying to explain what drives someone's actions.

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Roadblocks to Listening

Obstacles that prevent effective communication by hindering a listener's ability to understand the speaker.

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Hamburger Method

A method for providing feedback (introduction, main point, conclusion).

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Observer Form

A document to track behavior or performance to use when providing feedback.

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Summarizing in communication

Restating key ideas and feelings from a speaker to ensure understanding and connection between speaker and listener.

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Active listening benefits

Active listening helps both the speaker and the listener clarify the most important aspect of the conversation. It boosts understanding and strengthens rapport.

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Summarization examples

Examples of summarizing include: ‘Let me summarize…’, ‘On the one hand…but on the other hand…’, or identifying important points in various ways.

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Active listening 'Do's'

Strategies for active listening include: listening more than talking, letting the speaker finish, asking open-ended questions, and remaining attentive and bias-free.

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Active listening 'Don'ts'

Avoid acting bored, interrupting, finishing sentences, jumping to conclusions, or getting argumentative. Don't mentally prepare responses, multitask, or shut out opposing views.

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Emotion mirroring

The key portion of active listening; to develop trust, we must demonstrate understanding of the emotional underpinnings of a conversation.

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Understanding feelings

Understanding emotions is essential in active listening as it builds trust and deeper connections in a conversation.

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Feeling words in English

A vast set of English words can express various emotions, which are crucial in active listening to grasp and respond to the emotional aspect of a conversation.

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Hygiene Factors

Job aspects like salary & working conditions; their absence leads to dissatisfaction but their presence doesn't boost motivation.

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Motivators

Intrinsic job factors such as recognition, responsibility, and advancement; these directly boost motivation.

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Maslow's Hierarchy

A theory with five levels of human needs; fulfilling lower levels is key to reaching higher levels.

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Physiological Needs

Basic needs for survival: food, water, shelter.

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Safety Needs

Security and protection from harm; emotional and physical.

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Love and Belongingness Needs

Desire for social connections, affection, and belonging to groups.

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Esteem Needs

Desire for self-respect and respect from others; feelings of accomplishment.

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Self-Actualization Needs

Reaching one's full potential; personal growth and fulfillment.

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Attribution Theory

Explaining success or failure based on internal or external factors, stability, and controllability.

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Internal Attributions

Explaining success or failure due to personal factors like ability, effort, or personality.

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External Attributions

Explaining success or failure due to factors outside of the individual, such as luck, task difficulty, or others' actions.

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Stable Attributions

Explaining success or failure based on factors that tend to stay the same over time.

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Unstable Attributions

Explaining success or failure based on factors that can change from situation to situation.

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Controllable Attributions

Explaining success or failure based on factors that can be influenced by the individual.

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Uncontrollable Attributions

Explaining success or failure based on factors outside of the individual's control.

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Active Listening - Feelings

In active listening, focusing on understanding and acknowledging the speaker's emotions is paramount.

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Emotional Intensity

The strength or power of an emotion felt by an individual. Stronger emotions can influence our reactions and decisions.

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Summarizing in Active Listening

Restating the speaker's key points in your own words to ensure understanding and demonstrate attentiveness.

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Open-ended Questions

Questions designed to encourage the speaker to elaborate and provide more information, promoting deeper conversation.

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Active Listening Biases

Personal beliefs or prejudices that can cloud your judgment and hinder your ability to truly understand the speaker's message.

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Active Listening: Emotional Pacing

Matching the speaker's emotional tone and pace to build rapport and create a sense of connection.

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Active Listening: Non-Verbal Cues

Using body language, facial expressions, and vocal tone to demonstrate engagement and understanding.

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Active Listening: Roadblocks

Behaviors or attitudes that hinder effective communication and prevent you from truly listening.

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How to Handle Anger

If you are the source of anger, you should not use pacing. You should do the opposite.

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Roadblocks: Fixing

Giving advice, ordering, suggesting, or diagnosing the speaker's situation. Avoid doing this during active listening.

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Roadblocks: Evaluating

Making judgements about the speaker, whether positive or negative. This includes giving opinions, praising, condemning, or threatening.

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Roadblocks: Diverting

Trying to reassure the speaker everything will be okay or changing the subject.

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Roadblocks: Interruption

Commenting or interrupting the speaker while they are talking.

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Trigger Words

Words that can significantly influence the impact of a message, like "because" and "but."

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Powerful Substitute for "But"

The word "and" can replace the "but" and minimize canceling the previous statement's impact.

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Feedback Rule

When giving feedback, provide only two points, not more.

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Study Notes

Session Information

  • Leadership: Session 7
  • SKEMA Business School

Active Listening and Motivation Skills

  • Session 6 covered Active Listening and Motivation Skills.
  • Key skills include paraphrasing, clarifying, reflecting, summarizing, and understanding roadblocks to good listening.
  • "Feeling words " and the Hamburger Method for giving feedback.
  • Listening simulation and motivation theories also discussed

Four Components of Active Listening

  • Listening for the whole message
  • Being non-judgemental
  • Being understanding and supportive
  • Developing the desire to listen

Paraphrasing

  • Restate information using different words.
  • Concisely reflect the speaker's message
  • Express meaning in simple words

Paraphrasing: Why do it?

  • Tests understanding.
  • Allows the speaker to focus on their thoughts.
  • Shows speaker you are trying to understand their message. and encourages the speaker to continue speaking

Clarifying

  • Invite speaker to explain an aspect of what they said.
  • Ask clarifying questions for understanding.
  • Gives the speaker the opportunity to elaborate.
  • Gives opportunity to check understanding accuracy

Clarifying: Examples

  • "I'm not sure I quite understand; or do you mean that...?"
  • "Can you say more about...?"
  • "You have give me a lot of information, let me see if I've got it all..."

Reflecting

  • Relay speaker's points to show understanding of their feelings.

Reflecting: Why do it?

  • Deepens understanding of content and feelings.
  • Shows speaker you're trying to understand their message and perceptions
  • Encourages trust

Summarizing

  • Identify, connect, and integrate key ideas and feelings.
  • Use empathy and compassion to articulate.

Summarizing: HOW TO DO IT

  • Identify and connect key ideas/feelings shared by the speaker
  • Integrate ideas and feelings into a succinct summary

Summarizing: Why do it?

  • Helps listener and speaker identify crucial details.

Summarizing Examples

  • "Let me summarize what I heard so far..."
  • Examples include: "So, on one hand..., but... on the other..."
  • "...It sounds like there are two things that really matter most to you..."

Tips for Active Listening: DOs

  • Listen more than you talk
  • Let the speaker finish before you respond
  • Ask open-ended questions
  • Remain attentive
  • Be aware of biases
  • Manage your own emotions
  • Be attentive to problem-solving opportunities
  • Provide verbal and nonverbal cues.
  • Listen for both feelings and content

Tips for Active Listening: DONTs

  • Act bored
  • Dominate the conversation
  • Interrupt
  • Finish the speaker's sentences
  • Jump to conclusions
  • Respond with blame
  • Become argumentative
  • Demonstrate impatience
  • Mentally compose responses
  • Listen with biases, shut out new ideas

What is the most important part of active listening?

  • Pacing or mirroring the speaker's feelings.
  • Understanding feelings builds trust.
  • If a person is sad, and we are not, are they likely to trust our understanding?

"Feeling Words" English

  • A list of feeling words (e.g., worried, upset, sad, angry, frustrated, pleased, etc.)

Roadblocks to Good Listening

  • Diverting (changing the subject)
  • Reassuring (making someone feel better)
  • Fixing (trying to quickly find a solution)

Giving Feedback: Hamburger Method

  • "Soft" part: Mention a few positive things to begin.
  • "Sauce" part: Transition to constructive feedback, use "and" instead of "but/however"
  • "Hard" part: Give the constructive feedback
  • "Soft" part: Mention more positive points

Active Listening Simulation

  • A simulation for practicing active listening skills.
  • Specific roles (e.g., Client, Observer, Coach, Active Listener).
  • Time for each role

Motivation Theories

  • Discuss Herzberg's Two-Factor Theory: hygiene factors (salary, policies, etc.) vs. motivators (recognition, responsibility, etc.) for employee satisfaction.
  • Maslow's Hierarchy of Needs: physiological needs, safety, love/belonging, esteem, self-actualization.
  • Hawthorne Effect: increased productivity due to feeling watched.

Expectancy Theory

  • Explains how individuals make decisions.
  • Three key components: Expectancy, Instrumentality, Valence
  • Managers need to understand these variables to effectively motivate teams.

Attribution Theory

  • How people interpret and explain behaviors (causes of a behavior: internal/external, stable/unstable, controllable/uncontrollable.)
  • Understanding this can affect performance and interpersonal relationships.

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Active Listening Skills Session 7 PDF

Description

This quiz explores key concepts from Leadership Session 7 at SKEMA Business School, focusing on Active Listening and Motivation Skills. Topics include paraphrasing, clarifying, and understanding communication barriers, along with techniques for effective feedback. Test your knowledge on how to improve listening skills and engage effectively with others.

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